SAP Knowledge Base Article - Public

3008850 - How The Initial Review Completed Field is Determined in Service Tickets


You would like to understand how the field Initial Review Completed is determined for the Service Tickets


SAP Cloud for Customer

Reproducing the Issue

  1. Navigate to Service work center.
  2. Navigate to Tickets work center view.
  3. Open any ticket.
  4. See the field Initial Review Completed under Timeline section, in Overview tab.


The field Initial Review Completed is set for the service tickets whenever the status of the same is changed, from an "Open" lifecycle status to another status, which could be:

  • In Process.
  • Completed.
  • Closed.

For cases where the ticket is raised and, due to any kind of determination or logic the same is raised in "Closed" or "Completed" status, the field will not be determined.


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